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Study on Service Employees’ Role in Sport Organisations

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Study on Service Employees’ Role in Sport Organisations

This article will outline the critical role of service employees in sport organisations, which was split into two parts. A detailed statement of why service employees are significant to the success of any sport service organisation is discussed first. This will be followed by a comparison of employees’ importance between participants and spectators.

In company after company investigated, Clutterbuck, Clark and Amistead (1993) concluded that the key competitive advantage is overall commitment of the employees. Employees are representatives of a sport organisation for the reason that they serve as the symbols of service quality and value proposition to customers. Zeithaml, Bitner …show more content…

Samuel, Armenakis and Green (1984) illustrated employee plays a vital role in Organizational Diagnosis. Front-line staff deal with daily affairs for customers; therefore, they have a clear understanding of what customers need and what obvious or small problems existed within the company. Employees can provide useful information for management level from the initial decision making phrase to the final implementation and feedback collection phrase.

Employees are as important for sport participation services as for sport spectator services for the following reasons. First and foremost, undoubtedly, the roles are changeable between participants and spectators. The audience today can be tomorrow’s potential participants. Generally, when these spectators wish to join a club, their perceptual and filtering processes about the good service they have experienced before contributes to their decision. In consequence, a successful long-stand sport organization must train their employees to treat both sides well. Secondly, for profit organisations, the start point of good employee service in holding competitions or activities is to attract more audience so as to earn more. Although non-profit organisations do not act as a going concern, they do aim to keep sports spirit permanent with an infinitely surpassing pursuit and wish more people to share the spirit. As a result, admittedly, what service employees do to the participants is extremely important in improving activity

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